The Challenge

Manufacturing companies often find themselves at a disadvantage in multi-tier distribution. This can mean a lack of transparency, a high dependence on wholesale, and limited information about end customers' needs. Consequently, VELUX decided to bridge this gap in 2021. This primarily involved overcoming a challenge: VELUX had to actively intervene in the distribution chain to increase end consumers' interest in VELUX products and thus gain more influence and control over the placement of their products in the market.

Our Solution

After comprehensive analysis of the customer journey, we developed the roof window configurator and the craftspeople portal "Kunden+" with VELUX. These tools connect end customers and craft professionals, optimize interfaces in the distribution chain, and set new standards for digital customer experiences in the industry.

The development of a central service tool provides VELUX with the opportunity to track and actively manage all orders and their respective process steps in real time.

With the customer portal "MyVELUX" also developed by us, end consumers gain an overview and insight into their own project processes – for example, an overview of their configuration and the next steps after ordering – as well as the products they have already purchased or those that are available for their project.

What We Have Achieved So Far

• Over 30,000 end customers use the roof window configurator monthly

• 1,500 craft professionals are connected through our deal management system and have the opportunity to process requests efficiently

• Due to the resulting data transparency of the interactions between users and the portals, VELUX has a more efficient sales and stakeholder overview.

• Together, we successfully introduced the digital solutions in 5 markets to create a unified customer experience for VELUX

"With Convidera, we have a strong partner by our side, with whom we are improving the digital customer experience in the roof window market together."

Max Allmann
Senior Project Manager Customer Experience